Thinking Ahead.
Customer experience, loyalty, and the AI era.
A new post every week — drawn from Joseph's current research and the ideas shaping his presentations.
1126 posts in the archive
Earlier writing.
Page 20 of 57
- Jan 19, 2022
Do Reward Programs Produce Loyalty? - Tips for Creating Incentives That Drive Business
In prehistoric days - before Starbucks had a loyalty program - I asked, then CEO Howard Schultz, why Starbucks didn’t incentivize repeat business. Essentially, he answered, “why would we decrease organic loyalty when high volume customers return 28…
- Jan 13, 2022
Return on Experience - The Pot of Gold at the End of the CX Rainbow (Infographic)
In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail. Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it. In this week’s blog, I discussed a…
- Jan 12, 2022
Return on Experience - The Pot of Gold at the End of the CX Rainbow
Allow me to launch this new year with the Customer Experience (CX) wisdom of Harry Hynekamp. While working with Harry in his role as Director of Customer Experience for Mercedes-Benz USA, he noted: Since customer experience elevation (for internal…
- Jan 4, 2022
Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way
This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Dec 21, 2021
Fueling Process and Technological Change | How to Drive Delight the Mercedes-Benz Way
This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Dec 14, 2021
Training for Delight | How to Drive Delight the Mercedes-Benz Way
This is the third in the five-post series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Dec 7, 2021
Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way
This is the second in the five-post series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Nov 30, 2021
From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-post series, "How to Drive Delight the Mercedes-Benz Way." In my book,…
- Nov 16, 2021
Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People . In the context of Cherish and Challenge Your Legacy , I asked, then CEO of Starbucks,…
- Nov 9, 2021
Mobilize the Connection | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
This is the fourth in a 5-post series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People . In the context of my principle, Mobilize…
- Nov 2, 2021
Reach for Common Ground | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way , as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your…
- Oct 26, 2021
Love to be Loved | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way ." In this installment, we continue to explore business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with…
- Oct 19, 2021
Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-post series, “How to Deliver World-Class Customer Experiences – Leading…
- Oct 12, 2021
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book titled The Airbnb Way - 5…
- Oct 5, 2021
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
This is the fourth in a 5-post series titled "Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb…
- Sep 28, 2021
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty,…
- Sep 21, 2021
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty,…
- Sep 14, 2021
Create Belonging | Customer Experience Excellence – The Airbnb Way
This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement.…
- Aug 31, 2021
How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience
This is the final post in a series titled "Customer Experience IS Team Member Experience." Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series…
- Aug 24, 2021
How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
This is the fifth post in a series titled "Customer Experience IS Team Member Experience." As this post's name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with…
Joseph Michelli
Bestselling author of twelve books on Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, Airbnb, UCLA Health, and One Medical. Top 5 Global CX Thought Leader for ten consecutive years.
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